大作业英文初稿文档.docx

大作业英文初稿文档.docx

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大作业英文初稿文档

PSBACADEMY

DBA（HM）

Qualityhotelserviceneedsasmile

GroupProject

Lecturer:

TangBin

Members:

TangChuangF00040140

ChenShangF00040117

WeiGuojingF00040145

LiuJinhuaF00040135

-----April30,2011-----

Contents

1.Introduction

2.Outlinepresentation

Funnything

isasuccessfulservicewithasmile?

Thesecretservicewithasmile

smilesources

4Conclusion

5Summary

Qualityhotelserviceneedsasmile

Consumerself-interestcurrentmaintenanceneedstoberespected,industrycompetition,moreandmorecasestoincrease,reflectingthegood,norms,humanservices,servicewithasmile,"isincreasinglybeingvaluedbythepeople,therefore,hasbeenThehotelindustryisregardedasthebestsmileservices,serviceindustry,itisessentialthatservicewithasmile.theUnitedStatesthepersonnelmanagerofadepartmentstoreoncesaidthatshewouldprefertohireacompleteprimaryschoolbutdidnothaveapleasantsmilegirl,donotwanttohireasad,doctorofphilosophy.

2.Outlinepresentation

Didyousmileinservices?

Movedtotearsnothavetousetoinfectpeople,sometimesalsomakeotherpeoplesmileTouchedasmileofGodcantouchyou,asmiletogeneratethedoublemeaningofsocialandeconomicbenefits.

Smileforthecustomertodosomething,tomakecustomersmovedinyourheartsmile.Smile,youcreatealotofunexpectedresults.Smilingishumannature,isasincereheartExposed.Itenrichesthosewhoreceiveandnottogivepeoplewhobecomepoor.Producedinthemoment,butgivetheimpressionthattheeternalmemory.Itisnotonly.Narrowthepsychologicaldistancetoreachtheladderofemotionalcommunication.SmileFromtheheart,andisoneofthekey.Servicewithasmileaboutthecauseofpromotingthedevelopmentofservices,thereisnomorethantheUnitedStatesthesuccessoftheHiltonhotel,"saidHiltonwaitersarealwayssmilingsunpassengers."AboveallelseinthisbusinessundertheprincipleofHiltonHotelinlessthan90years,fromahotelextensiontothecurrentmorethan210,Majorcitiesinfivecontinentsaroundtheworld,hundredsofmillionsofdollarsinprofits.Startedwhenthefundsfromthedevelopmentof5,000.dollarstoseveralhundredBilliondollars.HiltonbeforehisdeaththeoldthingwasthehappiestcountriesintheworldtoflytotheHiltonhotelchaininspections.Butallemployeesareaware,thefirstthinghealwaysInquiriesyoufamousphrase:

"Youhavetheguestssmileyet?

"Smilingisacomfort,ifsuchasmileandfriendly,warmeyes,well-trainednaturallyintegratedmanner,itisactuallytheonethatotherspraisethefood.Inasense,thelanguageitselfisakindofsmile,oristhelanguageoftheadditives.Smileforservice,whereverispopular,noonelikescontactwithhim.Smiledandpraisedeachothertofeelyoursincerity,criticizingotherssmileyoumakeeachotherfeelgood,smileandrefusedtomakeotherpeopleunderstandyourdifficulties.Withoutknowingsmiletothecustomerservicestafftoavoidthestillfearless.Inthisway,thegoodandbadservice,high-andowe-costnaturallyclear.

thing

Oneday,acouplecarryingluggageintothehotelslowly,hisfacewearingaheavyexpression:

"Waiter,couldyoubookadoubleroom,westayedforfourdaysleft."

"Yes,onemomentplease.Youneedmid-rangeorhigh-endroom?

"Waitersmilesandexpressionsasinthepast.

"Mid-rangecantroubleyouquickly,andwetired."Customerslookofimpatience.

"Yes,we’llfollowtheabove.In1007rooms,twoway,please."Waiterisstillsmiling.

Whenthecouplereturnedtotheroomshortly,thewaitercarryingsnackstoknockonthedoor.

"Sir,Madam,youtravelfatigue,thefirstsnackbar."withasmile.

"Well,yougohere;youcangooutallright.Ifwedidnotaskyou,pleasedonotbotherus."Customersseemalittleangry."Bang"isheard,thedoorwasclosedheavy.

Whenthecoupledownthelivingroomwithbreakfastthenextday,thewaiterimmediatelycameforward,withapleasantvoicesayhello:

"TwoGoodmorning,canyouhelpyou?

"

"Wewantpeaceandquietaboutbreakfast,pleasedonotdisturbus."

"Oh,Iamsorry."

Thenaseriesofroutineservicesthehotelhadbeenrejectedbythiscustomer,whichmakestheserviceisveryembarrassing:

notbyserviceofordertodoso,themanagerwillsayyoudidnotdoyourduty;byserviceofordertodoso,fearofbeingcustomerwearies,andevenscolded,reallyadilemma.Viewsofourcustomers,whereisit?

Ialwaysgowithasmilewhentheserviceit!

Whenthewaiteronceagainthecouplecleansuptheroom,trytocarefully,andsmilingseemsfriendlierthanbefore.Butfinallycouldnotbearthegentleman:

"howyoulikethishoteltheservice?

Onlytocustomerslaugh,customersdidnotseeabadmood,youcannothelpbutlaugh,canbeconsideredtocomfortus!

Yourserviceisreallytoobad,I'mgoingtotheCouncilacomplaintaboutyourhotel!

"Waiterheardcomplaints,grievancesface.AtthistimetheMinistryofPersonnelwhoheardaroundbyunderstanding:

"Sir,pleasecalmdownfirst,whatisitgoodtodiscuss."

Itturnedoutthatthisgentlemanhadjustattendedthefuneralofhismotherreturnedfromabroad;thehotelistochangeanenvironmenttoeasewhatpain.ButeverytimeIsawthewaiterlaughed,andmyheartisveryupset:

hismotherdiedarestillbearthepain,peoplearealwayslaughingatyou,ifitwereyou,yourhearthappen?

AndwhenIrememberedmymothertoseethewaiter'ssmile,yousaiddonottrouble?

Inthewaiter'sapology,thelastgentleman'sangersubsided.

Innormalcircumstances,asmileistheattitudeofthecustomerneeds,butalsooneofthecriteriatomeasurequalityofservice,butthecaseofthesituationhaschanged.Becauseofthecustomerhadjustlosttheirlovedones,andIfeelsad.Icannotacceptwithasmile.Thus,theoriginalwelcomedbythegeneralcustomerservice,butnowtheybecomeupset,thepoorqualityofcustomerservice.Sosuccessfulservicewithasmileisnotjustasimplesmilecanbereachedstiff.

Whatisasuccessfulservicewithasmile?

3.2.1Realservicewithasmileinside:

Smileisareflectionofthefeelingsofpleasure,courtesyandconservationisalsoaperformance.Attendantatthecounternotonlytoshowasmile,everywhereinlifeshouldhaveasmile,atworkaslongasthecustomerastheirfriend,asapeopletorespecthim,youwillbeverynaturallytohimaknowingsmile.Forsome,thatsmileisnotforced,butratherasanaccomplishment,politepeoplevoluntarilygiven.Onlysuchalaugh,laughteristhecustomerneeds,butalsothemostbeautifulsmile

3.2.2notroubleservicewithasmile:

Servicepersonnelencounteredsomethinggoeswrong,themoodisnothappy,thencustomersandthenforcehissmilingface,seemstobetoodifferentsense.Butthespecialnatureofservices,nottoventtheiremotionsintheirclients.Therefore,staffmustlearntobreakdownandplaydownworriesandunhappiness,tomaintainarelaxedmood,sohappyalwayswithyou,thejoyispassedtothecustomers.Dothiskindof"emotionalfilter",donotworrythereisnoclearpositionintheserviceofthesmile

3.2.3Emotionalcommunicationservicewithasmile:

Servicewithasmile,andnotjustanexpressionofthat,moreimportantly,emotionalcommunicationwithcustomers.Whenyousmileatthecustomers,tryingtosayis:

"Iamgladtoseeyouarewillingtoserveyou."Smileamanifestationofthisgoodstateofmind.Servicewithasmiledoesnotmeanjustsmiledandhisface,butshouldbeingoodfaithforcustomerservice.Ifaserviceitwillonlysmile,butinsidethecustomerhaveanidea,whatrequirementsdonotknowall,notandwillnotask,thenwhatuseisitthatsmile?

Therefore,thesmilingservice,themostimportantthingisthecustomerwhenthefamilyemotionally,whenfriendsrejoicewiththem,withsadness,asthecustomersomebodybends.

secretservicewithasmile

3.3.1Frequentlyhappymemoriesinanefforttomaintaintheirworkstatusinthemostpleasant.

3.3.2bytheManager（Captain）"smiling"effect.

3.3.3thedaybeforeatwork,asfaraspossible;trytoensurethatadequatesleep

3.3.4themanager（supervisor）Ikeepremindingmyself,"Ismileontheshopemployeestoworkinahappymoodplayadecisiverole"inordertomakemyselfalways"smiling"

3.3.5eveninverybusytimes,weshouldtrytorelax,theonlywaytomaketheirsmilelookcomfortable

Smilesources

3.4.1.Ahealthybodyandanoblespiritofservice

3.4.2fromthecustomerandthewords"thankyou"

3.4.3verypleasantatmosphereoftheworkplace

3.4.4Whenthetimebyothercolleaguesinthetrust

HotelServiceattachesgreatimportanceto"smile"andputitasoneofthemostbasiccustomerservicerequirements.Servicewithasmileattendantsandguestscanresonatewiththefeelings,caneliminatealotofunhappyanddissatisfiedcustomers,onthecontrary,thewaiterinfrontofafacewithoutexpression,guests,guestscaneasilycauseresentment,havetospendmoneylookbadidea.Becausespendingtimeinthehotelgueststoaccessthematerialandspiritualenjoyment.

Servicewithasmile,"ahighvalue-addedisconsideredtohaveacertainlevel,butitcanproduceinfinitecharm,smilefortheserviceofthehotelservicesare,itisextremelygeneralwant.Smilingserviceisimportantbecause:

.Smilingservicecanbringagoodfirsteffect

Firsteffect,alsoknownasthefirstimpression,whichthefirstcontactsformedduringtheinitialimpression.Withpreconceivedcharacteristicsofthetwosideswouldhaveagreaterimpactontheexchanges?

Servicereceptionprocess,theperformanceoffirstim